When you start a start a new role in customer experience, one of the first things you’ll do is to establish how well-defined & managed the customer experience is. It’s easy to get bogged down in detail, so this week’s post aims to help us make an initial assessment (or review ongoing progress) of our… Continue reading What are the raw essential ingredients in a customer journey?
A well intentioned colleague recently referred to customer success as “the new customer service” in an attempt to show that customer delivery has moved on. The sentiment is right, but the message is wrong – customer success is SO MUCH more than a better version of customer service. It’s not just a team, it’s a… Continue reading Why customer success is NOT the new “customer service”
Our very good friend Steven is as hooked on cruises as much as we are hooked on flying. He can tell you the size, weight, capacity and features on almost any cruise ship just from the name of the ship! For quite some time, he’s been encouraging us to “give it a try”, and so… Continue reading 5 lessons learned about customer experience on a cruise
For those of us in service delivery, we’ll often be used to supporting our sales colleagues when they are working on RFIs & RFPs. Creating costing models, service descriptions, defining KPIs & SLAs and even showcasing our service teams to impress a prospective client. But sometimes the boot is on the other foot. Whether it’s… Continue reading 5 CX considerations when selecting a new supplier
I’ve recently been thinking a lot about what a fully fledged, effective Voice of the Customer infrastructure should look like. In previous posts, I’ve highlighted the importance of having a Voice of the Customer (VoC) within any customer or client facing business (let me know if you’d like links), but in essence, my top 5… Continue reading Voice of the Customer: what metrics matter – an update
Many of my regular readers will be familiar with the concept of customer success, customer journey mapping and customer experience management. But every day, new people are learning about this change to the way we deliver service to customers. In order to help spread the word, and help more businesses take ownership of their customers,… Continue reading Introduce customer success in 5 simple steps
In recent discussions with a number of businesses, the thorny topic of the relationship between sales and success has been raised. In a flawless model, both teams work in unison to discover a prospect, identify their need, propose a solution, close the deal and drive product adoption through to customer advocacy. All too often, conflicting… Continue reading 4 barriers to sales and success working together – and how to fix them!